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CX Leader Podcast with Steve Walker
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Walker Information
CX Leader Podcast with Steve WalkerEpisodes
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CX Leader Podcast with Steve Walker
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Episodes of CX Leader Podcast
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We’ve all experienced it: that nagging, frustrating, and sometimes maddening feeling we get when something collides with our productivity. And while it can sometimes feel trivial, that type of friction adds up and affects our interactions with
Bonus content are audio clips of interviews that we couldn’t include in an episode but still contains great advice for our listeners, and this content is only available to those that follow the show through their favorite podcast provider. In t
Producer's Note: This episode originally released on March 7, 2023. Natalie Onions discussed how she became a customer experience professional and offered some great advice for newer CX pros on how to grow their careers in customer experience.
It's an often-misunderstood industry that exists between healthcare and hospitality and includes all the complexities of strict regulation and event management. And to add more complication, it includes an element of emotional support. Funeral
Just like any other business process, customer experience programs can sometimes get a little stale or outdated. As CX leaders, it’s our responsibility to pay attention to the customers’ needs and expectations, and adjust accordingly. But somet
What are some of the more common challenges you encounter with your CX program? Have you noticed a particular common problem among CX programs when you converse with fellow CX pros? Benchmarking is an often-tackled problem for customer experien
There are many companies today that have embraced customer experience as a key strategic practice, working hard to put the customer first. But there’s often a part of the customer’s journey that is overlooked: when it’s time to pay the bill. Ev
Great customer experiences comes from great employee experiences. It’s something we’ve discussed in several past episodes of this podcast and you can listen to our CX plus EX episodes on cxleaderpodcast.com. But how can you improve employee eng
Producer's Note: March 8th, 2024 is International Women’s Day. This global event celebrates the social, economic, cultural, and political achievements of women, and serves as a call to action for accelerating women’s equality. To join in this
If you're a CX professional then you've read your fair share of customer feedback comments. While most CX leaders love to read great comments from customers, there's always feedback that isn't so flattering, and your instinct may be to spring i
It goes without saying that designing any kind of product is no easy task. And in the case of software, balancing the engineering needs versus customer expectations can be daunting. Simple things like moving a button from the place it’s been fo
Ever see the old classic Alfred Hitchcock movie, “The Birds”? There’s a famous scene when a flock of crows attack a group of fleeing school children, swarming without mercy and terrifying everyone in their path. It sometimes feels like that wit
Bonus Content! We interview many great customer experience professionals and they have a ton of great advice to share. But sometimes we have leave some of the interview out of the final episode in order to keep our podcasts a reasonable length.
Chances are, if you're a regular listener to this show, you at the very least have a healthy respect for customer experience and the value it brings to your organization. But there are a few brands out there that have a following like none othe
Producer's Note: This episode originally dropped on February 14, 2023. Steve Walker interviewed Justin Zalewski on how CX professionals can take an ordinary journey mapping process and do more than just find problems and build empathy - instead
That’s right - 300 episodes! Walker has been producing this podcast since January of 2018 and collected over 150 hours of content, discussed trends and events that included everything from COVID to artificial intelligence, and met some amazing
The famous quantum theory thought experiment called "Schrodinger’s Cat" imagines a cat is placed in a box with a vial of poison. Schrodinger suggests that until you open the box and observe the fate of the poor animal, it is simultaneously aliv
Let’s face it: not every person is well-suited to be, quote, “customer-facing.” Whether it’s their personality, their specific job requirements, or just their preference or personal talents, some people do better on the “behind the scenes” aspe
Most customer experience pros know about transactional and relational surveys, but did you know there's a third kind of survey you may need to use? Add the confusion of which surveys are best sent often or once a year, versus how long they shou
Think about a time when you visited someplace that’s meaningful to you: a special museum, the distillery of your favorite beverage, a presidential library – you walked away from that exhibit or tour with a heightened understanding and appreciat
While there is some historical debate on this, Aristotle is widely recognized as one of the early inventors of the scientific method – the way in which we observe, hypothesize, experiment, and gather data. Experimentation is key to logically un
It’s a subject on which we’ve dedicated several episodes: employee experience. And we’ve even covered how to effectively combine CX and EX, a subject for which Walker released a report that you can find on walkerinfo.com. But we haven’t really
Companies often struggle with knowing their customer's needs and why they actually stay customers. Are they happy? Are they looking elsewhere for their needs? Why are they not happy? Segmenting these customers into a loyalty scale is common, bu
According to a recent Pew Research Center survey, the majority of workers in the U.S. say that focusing on DEI in the workplace is “a good thing.” With so many organizations adopting ways to improve diversity, equity, and inclusion, it seems th
There’s so much talk about artificial intelligence these days. With stories of how it is changing the world on so many fronts, customer experience professionals can’t help but explore its impact on their organization’s CX program. And when we t
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